P91 Form / Lost Orders

UK Orders:
1st class recorded mail takes approx 2-3 days and 2nd class recorded mail takes approx 3-5 days for delivery. Please allow 15 working days (Mon-Sat excl Bank Holidays) before reporting a UK order as missing (Royal Mail Guidelines). Royal Mail say this 15 working day delivery time allows them time to check addresses that may be incorrect or re-package damaged parcels etc. The only delivery service guaranteed quicker would be to pay for Next Day Delivery or Courier Service. Orders are covered for a maximum of £30 unless Next Day Delivery option has been paid for.

Overseas Orders:
Normally sent by Airmail which takes approx 1-2 weeks for delivery. Please allow 40 working days (Mon-Sat excl Bank Holidays) before reporting an overseas order as missing (Royal Mail Guidelines). Royal Mail say this is to allow time for the parcel to clear customs and be delivered by your Countries local postal service. The only delivery service guaranteed quicker would be to pay for a Courier Service (although International Insured may speed up your order slightly this cannot be guaranteed). All orders over £30 are sent by Airmail Insured to cover you fully against loss.

P91 Form:
After the allowed delivery time has passed please contact us and give your order number, full name and address. We will then report this to Royal Mail and email or post you a P91 Form. You must complete this P91 Form and return it to us within 10 days or Royal Mail will close the claim and in return we will not be able to issue a refund or replacement order. Once Royal Mail have received and accepted this P91 Form they will inform us of the result of this claim and then we send you a refund or replacement. Please remember these are Royal Mail Rules and not ours. All orders are in the hands on Royal Mail once dispatched and we have no control over how quickly they deliver them. Missing orders are rare but when they do happen we have to follow this procedure.

The steps for missing parcels are as follows:
- Wait upto 15 working days for delivery in UK and 40 working days for delivery Overseas for delivery
- Contact FunkyEars giving order number, full name and address.
- Complete and return P91 Lost Order Form to FunkyEars within 10 days.
- Once Royal Mail approve the claim then can we send refund or replacement order.

Royal Mail's P91 Form consists of 3 questions:
- Have you received the item?
- When did you notify FunkyEars it was missing?
- Have you already reported this item as missing to Royal Mail?

Royal Mail can refuse the claim for several reasons such as:
- More than two claims made to the same address over the past 12 months
- Address is incomplete
- Same complaint has been submitted direct from the customer
- P91 Form has not been returned from the customer

NOTES:
If you need your items urgently it is advised that you re-order them through FunkyEars and when / if Royal Mail accept your P91 Form for loss we can then refund you for your original order.

If you do not return your P91 Form to us within 10 days we will not be able to reimburse you for any lost orders!

If Royal Mail refuse your claim then we cannot process a refund or replacement order - we will of course send you all details from Royal Mail as you may be able to appeal their decision or arrange to claim direct from them for the loss. We have no control over Royal Mails decisions.

We have no control over how quickly Royal Mail process these P91 Forms and have been told this can take upto 30 days although in reality is likely to be much quicker. We realise these new rules will be an inconvenience to those who are waiting on an order however we have to comply with Royal Mail Rules before we can issue a refund or replacement. If you have any questions please feel free to contact us

No claim will be dealt with until 15 working days have passed for UK orders and 40 working have passed for Overseas orders. All times are based on posting date not order date. No claim will be refunded or replaced if you do not complete and return a valid P91 Form. FunkyEars is a trading name of Beeunique and BeeFunky and forms / correspondence may be addressed from either of these companies.